LEBANON, N.H. (WCAX) – National Public Safety Telecommunications Week honors those who answer the call, quite literally, during a time of crisis. Although dispatchers are on the front lines of almost every emergency, rarely does the public know their names.
It takes a calm and steady voice to answer emergency calls. Often, the first point of contact during a crisis. Mandi Potter is the communications supervisor for the Lebanon Police Department and has been answering the calls for almost 15 years.
“They may be hysterical, yelling at you. They want a responder immediately. They may not want to answer your questions or take the time,” Potter said.
She points to a random stabbing in downtown Lebanon last summer as an example. Not only did dispatch have to coordinate the emergency medical response, but also the search for the suspect who was eventually captured, convicted, and jailed for the violent crime.
“So, it is important for us that we stay calm and are able to take control of the call so we can help get them a responder as quickly as possible,” Potter said.
Potter was honored this week by the New Hampshire Emergency Dispatchers Association as the Supervisor of the Year after being nominated by her department.
“They are the first voice that people contact, quite possibly on the worst day of their life,” said Lebanon Police Chief Phil Roberts. He says it’s not just about Potter’s ability to be cool under pressure, but also the changes she has helped to implement. “Supervisor Potter has brought a lot of innovation and upgrades and updates and really brought our dispatch center into 2026.”
And she’s also there to check in on her fellow colleagues to make sure they are getting the support they need.
“I love it. I feel like we are able to help the community, which I enjoy,” Potter said.
While she says she is honored to receive the recognition, she says it takes an entire team to keep the dispatch center operating smoothly.
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